AT&T Customer Service Training Seminar
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Transcript of AT&T Customer Service Training Seminar
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AT&T Customer ServiceTraining Seminar
Bill MartinezMcKinna Baxendale
Kayla ParkJosh Gold
Douglas To
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Day One
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Welcome
AT&T
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Overview
Welcome & Thank youOpening ActivityHistory of AT&TWhy your here
Importance of Customer ServiceRole play activity
Importance of time managementSummary
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Team Activity # 1
Activity Description Time Guideline: 15 minutes
This is to promote immediate involvement and immersion into the learning process. Participants will
demonstrate teamwork, understanding, and cooperation. It will reflect the importance of sharing the workload and delegating tasks to all involved in the process and will allow for a creative mix at each
location within your training session.
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Break Time
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The History of AT&T
AT&T's roots stretch back to 1875, with founder Alexander Graham
Bell's invention of the telephone During the 19th century, AT&T became the parent company of the
Bell System, the American telephone monopoly. The Bell System provided what was by all accounts the best
telephone service in the world.The system broke up into eight companies in 1984 by agreement
between AT&T and the U.S. Department of Justice.
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From 1984 until 1996 AT&T was an integrated telecommunications services and equipment company,
succeeding in a newly competitive environment. Today, AT&T is a global networking leader, solutions to
enterprise and government customers. Additionally, as AT&T pivots away from traditional consumer services, the company
continues to offer consumers and small businesses a breakthrough alternative to traditional services .
A Little More History
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Why Your Here…
As a company AT&T has strayed away from traditional customer service.
Is This Good, Bad or Both ?
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User Reviews, Ratings and Comments
AT&T Wireless customer service is ranked #167 out of the 677 companies that have a CustomerServiceScoreboard.com rating with
an overall score of 48.41 out of a possible 200 based upon 898 ratings. This score rates AT&T Wireless customer service and
customer support as Disappointing. NEGATIVE Comments
756 Negative Comments out of 898 Total Comments is 84.19%. POSITIVE Comments
142 Positive Comments out of 898 Total Comments is 15.81%.
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Break Time
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Team Activity # 2:
You’ve Got the PowerActivity Description
Time Guideline: 15 minutes
A wonderful way to move discussion and interactivity along by having the participants
themselves select the individual who will lead a discussion, answer the next question, and be a
team leader, etc.
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Importance of Customer Service
Gaining a Focus on Service ImportancePositive Word of Mouth
The Impact of Negative Word of MouthThe Damaging Cost of a Lost Customer
Lost Customers = Lost Jobs!Customer Service Core Competencies
THE ULTIMATE GOAL...
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We all encounter substandard service regularly, and much of that poor service is because of poor attitudes and inappropriate behaviors of employees. Companies make business decisions with not enough thought put into how it will impact their customers. Satisfactory service is a commodity, a raw material, not the key differentiator between competing companies. Only consistently exceptional service separates one business for another.
Gaining a Focus on Service Importance
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Positive Word of Mouth
Logically it makes sense to focus on satisfying the customers you already have. Personal recommendations of
other people have the most impact on what and where people do their shopping
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The Impact of Negative Word of Mouth
Substandard customer service continues to damage companies. With todays social networks, e-mail, and blogs, poor service experiences are quickly posted. Broadcasting their bad service experiences spreads through out cyberspace where everyone can see.
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The Damaging Cost of a Lost Customer
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Lost Customers = Lost Jobs!
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Customer Service Core Competencies
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THE ULTIMATE GOAL...
The Ultimate Goal is to not only get new customers but keep the loyal ones you already have. Customer loyalty achieved through positive relationships is the highest goal of our service efforts.
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Summary & Questions End of Day One
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Lunch